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  • 1.  ServiceLevel tracking by day/night shifts - Voice

    Posted 01-13-2025 11:28
    No replies, thread closed.

    We have a 24x7 call center and would like to get reporting on Voice channel Service Level from the 'normal business hours' shift vs the nights/weekend shifts. Other than exporting to excel and parsing the data, is there another way to achieve this?


    #Reporting/Analytics

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    Kellyn DuBois
    Lead Software Developer
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  • 2.  RE: ServiceLevel tracking by day/night shifts - Voice
    Best Answer

    Posted 01-13-2025 12:20
    No replies, thread closed.

    Hi Kellyn,

    As its a queue based metric, you would only be able to report on it separately if it was using a different queue for nights/weekends.  So exporting and parsing the data would probably be your best bet in my opinion.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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